Post by Joe Munro

I took the “long way” home this evening via the Calder Valley route rather than Diggle, so I could see first hand how the last 12 months of preparations have played out. With the east of Manchester Victoria station closed for 16 days for significant infrastructure works, TransPennine Express, Northern and Network Rail have worked closely to ensure a watertight customer handling plan that minimises disruption and maximises positive customer experience. My role as chair of the industry’s Stations Tactical group has been to support all operators with the delivery of the blockade, asking the “what if” type questions and working to implement any mitigations. This has been a true exercise in collaborative working to a point where, as colleagues, we are closer to being an “industry” task force than simply TOC employees. Supported by the awesome 30-strong Customer Delivery Manager front line workforce, we’re ready to challenge the conventional approach to railway disruption. #infrastructure #railway #tru #customerexperience